ANIMAL CARE AND CONTROL

Consistent Data Entry at Intake into Chameleon

February 10-February 13,2014

CONSISTENT DATA ENTRY AT INTAKE RIE

Dates February 10-13,

2014

Executive

Sponsors

Alice Nightengale

Process

Owner

Laine Zalasar

Team Lead Annette Flageolle

Facilitator Melissa Field and

Michelle Chorens

Carolyn Coop, Erica Carder, Frank Jimenez,

Carolyn DiSanto, Michelle Rivera, Rick

Mouton, Daniel Ettinger

REASON FOR ACTION

• Create standard work for animal intake to alleviate customer and

staff frustration

• Reduce inconsistent data entry from each team’s intake process

• Decrease errors and time required to fix errors

• Shorten animal length of stay

• Eliminate staff conflict stemming from confusion

• Limit staff motion

• Increase efficiency

INITIAL STATE

•Confusion about roles and responsibilities pertaining to intake

•Data entry inconsistent resulting in incorrect owner information, the need

to retake photos, chip information entered in incorrect place, incorrect due

out dates, lack of initials, and lack of date/time stamp

•Errors might prevent animals from being returned to owner

•Data errors potentially impact hold date, adoption availability, or transfer

date

•Isolated processes contribute to agency inefficiency and poor

communication

•Wastes in unused human talent and processing

Metric Baseline

Incorrect/Incomplete Tag 24 times per year, cost $96.96

Incorrect/Incomplete Chip 36 times per year, $36.30

Chip Not Traced 60 times per year, $246.00

Incorrect Due out Date 36 times per year, $14.40

Incorrect Memo Placement 108 times per year, $44.28

No Initials on Memo 1,200 times per year, $492.00

Geo-coding 80 pages per year, cost $2,618.40

INITIAL STATE

INITIAL STATE

Total intake data entry time per position:

ACO=31 minutes, cost $17.05

ACA=14 minutes, cost $5.46

Vet=21 minutes, cost $10.50

Front Office=19 minutes, cost $7.79

Total wastes=16

TARGET STATE

•Clear definitions of roles and standard operating procedures for the agency-wide

intake process

•Consistent data entry

•90% reduction in errors within 90 days

•Reduced length of stay

•Unified process and clear communication in between teams

•Eliminate wastes in unused human talent and combined tasks for improved

efficiency

Metric Target

Incorrect/Incomplete Tag

24 times per year, cost $96.96

90% improvement, savings=$87.26

Incorrect/Incomplete Chip

36 times per year, $36.30

90% improvement, savings=$32.67

Chip Not Traced

60 times per year, $246.00

90% improvement, savings=$221.40

Incorrect Due out Date 36 times per year, $14.40

90% improvement, savings=$12.96

Incorrect Memo Placement 108 times per year, $44.28

90% improvement, savings=$39.85

No Initials on Memo Data 1,200 times per year, $492.00

90% improvement, savings=$442.80

Geo-Coding

Total Savings

80 pages per year, cost $2,618.40

100% improvement, savings $2,618.40

$3,455.34

TARGET STATE

TARGET STATE

Total intake data entry time per position:

ACO=17 minutes, cost $9.35

ACA=15 minutes, cost $5.85

Vet=15 minutes, $7.50

Front Office=10 minutes, $4.10

Total wastes=0 Soft savings in staff time=$36,018.44

We eliminated 16 out of 16 of the

WASTEFUL elements in the

initial process for an 100%

improvement.

GAP ANALYSIS

If we…

Then we…

1 Standard Work for intake data

entry and clear definitions for

due out date

• Owner info entered correctly

• Eliminate need to retake photos

• Chip info entered in the correct field

(quicker return to owner)

•Utilization of the ‘Other ID’ field

•Decrease errors related to Due Out

Date, Chip information- Initial

requirement, etc. (Status Report)

•Consistent entry of GEO code, Date

Stamp and initialed memos

2

Create Standard Work for Pit

Bull Intake and Release

Process

Transparent process for staff and

public once the dog is in custody

3

Assign GVs served closure in

Chameleon to Front Desk Staff

Clarifies role and eliminates

assumption that another team

member was entering the data

SOLUTION APPROACH

If we…

Then we…

4 Chameleon Cheat Sheet

Speed up data entry process and

eliminate subjectivity in definitions

5 SOP Cham Cam Picture Taking

Increase owner and staff identification

on website and fewer picture retakes 6 SOP Distributed to entire Agency

Consistent data entry and improved

communication 7 Breed and Color posters in

Intake areas

Accurate breed, reduction in

inappropriate identifications, and

correct color reporting (no “unknown”

for third color box) 8 Close out of AC/GV unclaimed

Decrease clutter (outdated forms) in

office and appropriate action taken for

legal document

SOLUTION APPROACH

Experiments Anticipated Effect Actual Effect Adopt

Y/N

SOP Animal Intake

(ACA, ACO, FO, and

Vet)

Better

communication and

consistency Pending

Y

SOP Quick

Checklist

Visual SOP and

quick reference point Pending Y

Pit Bull Impound

and Release

Transparency for

staff and public,

consistency of

processing, and

ensure legal

standards are

followed

Pending Y

Chameleon Cheat

Sheet

Increases

productivity and

decrease confusion Pending Y

ANIMAL STATUS-RAPID EXPERIMENTS

Experiments Anticipated Effect Actual Effect Adopt

Y/N

SOP Cham Cam

Picture Taking

Eliminate need

to retake

photos and

better

owner/staff ID

Pending Y

SOP Distributed to

entire Agency

Better

communication

and consistent

data entry

Pending Y

Breed and Color

posters in Intake

areas

Correct color

and breed ID Pending

Y

Close out of AC/GV

unclaimed

Legal forms

processed and

closed Pending

Y

ANIMAL STATUS-RAPID EXPERIMENTS

Action Items Owner Due Date Status 1 SOP Animal Intake and QC (ACA, ACO,

FO, and Vet)

Annette,

Rick, Erica,

and Tara

Complete Complete

2 SOP Quick Checklist Carolyn

Coop and

Daniel

Complete Complete

3 SOP Pit Bull Impound and Release Frank and

Michelle

Complete Complete

4 Chameleon Cheat Sheet and Glossary of

Terms

Carolyn

Coop and

Daniel

Compete Complete

5 SOP Cham Cam Picture Taking Carolyn

DiSanto

Complete Complete

6 SOP distributed to entire Agency Team and

Alice

Nightengale

3/14/2014 Pending

7 Breed and color posters in Intake areas Annette 3/14/2014 Pending

8 Close out of AC/GV unclaimed Annette and

Daniel

4/14/2014 Pending

COMPLETION PLAN

DELIVERABLES

16

Total Soft Savings Identified:

$39,473.78

DELIVERABLES

17

INSIGHTS

What did you learn?

How do you feel about the whole

event?

What will you do differently going

forward?

How lack of guidelines

impacts the way work is

being done.

The amount of

inconsistency that exists

across teams.

When given the proper

forum, we all work

together well. Not having

that opportunity impacts

our success.

Finding out just how much

is done in other

departments…especially

the field staff!

I really like how the week

flowed and connected

together.

The impact of the work we

have done. I wish I had

access to this information

when I started. It would

have made a huge

difference!

I really enjoyed the

facilitators. They made it

fun and interesting!

Make sure I am sharing

information more readily.

More patient with my co-

workers that work in

other areas.

More understanding of

my co-workers because

I have a different

understanding of their

jobs.

Makes me think of all of

the processes in our

agency and where we

can impact change

elsewhere…

INSIGHTS

• The team truly wants things to work and cares very much about the agency

• Team members were empathetic to others within the shelter

• The team valued the ability to share thoughts and ideas and brainstorms solutions with each other

• Team gained a greater appreciation of the level of work every section of the agency contributes

FACILITATOR INSIGHTS

SPECIAL THANKS

Colleagues Eva Garcia

Larry Nelson, DVM

Josh Rolfe

Princess Barb

Marvin Napue

Executive Sponsors Alice Nightengale

QUESTIONS?